Technical Support Analyst

The Technical Support Analyst - Accounting provides primary support to customers encountering problems with CDK Accounting solutions.

Position Responsibilities and Essential Functions:

• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
• Documents all work via a ticketing system, sets resolution timelines with customers, and keeps customers updated on the status of their requests
• Assesses issues and troubleshoots using technical knowledge and problem-solving skills to establish a course of action assuring a timely resolution to customer inquiries
• Must be able to direct and guide customers through resolution of complex technical issues
• Escalates issues beyond scope of current knowledge and then works to fill in those knowledge gaps
• Applies knowledge of CDK case resolution process, policies, and escalation methodology
• Mentor and train baseline support team to build team bench strength and improve team knowledge of product and processes
• Work within a tight team environment and willingly assists team members as needed and often
• Attends training courses as required and stay abreast of evolving technical, internal processes, and industry developments
• Provides other ad hoc support and duties as assigned
• Works in a fast-paced environment with competing priorities

• 3-4 years of user support or implementation experience within a technical support organization or field service organization
• Experience with CDK Accounting solutions and workflows required
• Strong customer service experience required
• Excellent customer service skills via phone and in person
• Must be able to speak English
• Proven ability to lead by example and affect a positive change among peers

Preferred Attributes and Qualifications:

• Strong aptitude for teaching and mentorship
• Knowledge or experience in dealership F&I process is preferred
• Experience using a ticketing system such as Clarify or Salesforce
• Willingness and capacity to adapt to an ever-changing environment
• Basic Computer skills
• French language skills preferred, Applicants must be legally authorized to work in the United States without the need for current or future employment-based visa sponsorship.

Compensation: $30/hr - $35/hr

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)
• 401K Matching Program
• Tuition Reimbursement

Hybrid: To be considered for this role, you must live within a commutable distance to our CDK offices in the following locations: Austin, TX, Hoffman Estates, IL, Portland, OR, and Blue Ash, Ohio, At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.